Return and refund policy
Thank you for shopping with VIVANTIE. We want you to be satisfied with your purchase. If you are not completely satisfied with your order, please review the following Return and Refund Policy.
This policy applies to purchases made through our online store and should be read together with your statutory consumer rights under applicable law.
1. Returns
You may request a return within 30 days of receiving your order, subject to the conditions outlined in this policy.
To be eligible for a return, the item should generally be:
- In the same condition in which you received it
- Unused and unworn, where applicable
- Complete with all original accessories and components
- In its original packaging, where reasonably possible
- Accompanied by proof of purchase or your order number
Certain products may be subject to additional return conditions due to their nature.
To request a return, please contact us before sending any item back.
Email: contact@vivantie.com
Please do not send items back to us without first contacting our customer support team and receiving return instructions.
2. How to Request a Return
To start a return, please contact us at:
Email: contact@vivantie.com
Please include:
- Your full name
- Order number
- Product name
- Reason for the return
- Photographs, where relevant
Once your request has been reviewed and approved, we will provide you with instructions on how and where to return your item.
Returns sent without prior authorization may be delayed or may not be accepted.
3. Return Shipping Costs
If you are returning an item because you have changed your mind, return shipping costs may be your responsibility unless otherwise required by applicable law or agreed by us.
If an item is defective, damaged, faulty, or incorrectly supplied, please contact us before returning it. Where the return is accepted as our responsibility, we will provide an appropriate remedy in accordance with applicable consumer law.
4. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as you receive it.
If your item arrives:
- Damaged
- Defective
- Faulty
- Incomplete
- Different from the product you ordered
please contact us as soon as possible at:
Please provide your order number and clear photographs or videos showing the issue, where appropriate.
We will assess the issue and work with you to provide an appropriate solution, which may include a replacement, repair, refund, or another remedy where required by applicable law.
5. Exceptions and Non-Returnable Items
Certain products may not be eligible for return where permitted by applicable law, including:
- Products that have been personalized or custom-made
- Products that are clearly identified as non-returnable at the time of purchase
- Products that cannot be returned for health or hygiene reasons once unsealed, where applicable
- Products that have been damaged through misuse, improper installation, or failure to follow the manufacturer's instructions
This does not affect your statutory rights. If you are unsure whether your item can be returned, please contact us before sending it back.
6. Products That Have Been Used
For unwanted or change-of-mind returns, products should be returned in an appropriate condition.
If a product has been used beyond what is reasonably necessary to inspect and establish its nature, characteristics, and functionality, we may be entitled to make a deduction from the refund to account for any loss in value, where permitted by applicable law.
This does not affect your legal rights if the product is faulty, defective, or not as described.
7. UK and European Economic Area Consumer Cancellation Rights
If you are a consumer located in the United Kingdom or European Economic Area, you may have a legal right to cancel certain online purchases within 14 days without giving a reason, subject to applicable law and statutory exceptions.
The cancellation period generally begins when you receive the goods.
Where you exercise a valid statutory cancellation right, the goods must be returned within the applicable legal timeframe.
You may be responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires us to cover those costs.
Certain products may be exempt from cancellation rights under applicable law.
Nothing in this policy limits or excludes any statutory consumer rights that apply to you.
8. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If your refund is approved, the refund will generally be issued to the original payment method used to place the order.
Refund processing times may vary depending on your payment provider or bank.
Please allow up to 10 business days after we process the refund for the funds to appear in your account, depending on your financial institution.
If you have not received your refund after the applicable processing period, please contact us at:
9. Partial Refunds and Deductions
In certain circumstances, a partial refund may be issued where permitted by applicable law.
This may apply where:
- An item has been used beyond what is reasonably necessary for inspection
- The item has been returned damaged due to the customer's handling
- Parts or accessories are missing
- The item is returned in a significantly reduced condition
Any deduction will be assessed fairly and in accordance with applicable law.
10. Exchanges
If you wish to exchange an item for a different product, size, or model, please contact us before returning the original item.
Depending on product availability, we may recommend returning the original product and placing a new order for the replacement item.
If the item is defective or incorrect, please contact us so that we can provide an appropriate solution.
11. Sale Items
Unless otherwise stated, sale or promotional items may be eligible for return in accordance with this policy and applicable consumer law.
Any product specifically identified as non-returnable at the time of purchase will be subject to the applicable terms, without affecting your statutory rights.
12. Gift Cards
Gift cards are generally non-refundable and cannot be exchanged for cash, except where required by applicable law.
13. Refunds for Cancelled Orders
If an order is cancelled before it has been dispatched and the cancellation is accepted, we will refund the payment made for the cancelled order using the original payment method.
If an order has already been dispatched, you may need to follow the applicable return or cancellation procedure.
14. Contact Us
If you have any questions about our Return and Refund Policy, or if you would like to request a return or refund, please contact us:
VIVANTIE STORE
Email: contact@vivantie.com
Phone: +44 7915 941699
Business Address:
68 Belvoir Gardens
Grantham
NG31 8LG
United Kingdom
Customer Support Hours:
Monday – Friday: 8:00 AM – 11:00 PM
Saturday – Sunday: Closed